Paula, a receptionist, decided to add her name when she answered the phone. "Good Morning, XYZ Industries, this is Paula." For the first time in her nine years, said Paula, customers responded by calling her by name . . . and then offering their names, "Hello there, Paula. This is Jonathan Price. I'm calling to [...]

I walked into a small store. The clerk, standing behind the counter at the back of the store, was busy texting, but halfway looked up and said, “Good morning.” I said “Good Morning,” and made my way to her. She had resumed her texting as I walked toward her. I waited a few seconds for [...]

Every supervisor, manager, and leader knows how uncomfortable it is to give feedback. Receiving feedback is several times worse for many of us. We like to believe we’re doing everything right, or if we aren’t, that no one has noticed. My title above is extreme (to get your attention, of course). Few of us believe [...]

My web designer has made a new person of me. Karen Mazza took me from being a technophobe, to being an excited website/e-newsletter/blog addict . . . addicted to working on my own tech stuff, that is. Here are seven examples of her actions – –  tips for you on how to educate your customers: Karen [...]

“Waiting in line for a driver’s license is an aggravation nobody needs. People who wait one hour for a four-year license must feel like they’re waiting four years for a one-hour license.” – Lt. Governor Stan Lundine, New York State So the New York Department of Motor Vehicles decided to do somethng about it. They [...]